Temporary redeployment opportunities - NI Direct customer service representatives

Information on the role of NI Direct Customer Service Representatives


NI Direct will be handling Covid-19 related services on behalf of the Department of Health. This work will be critical to the prevention and control of Covid-19.

To enable these critical services to be delivered NICS staff and agency workers at AO and analogous grades, who are not already working in essential roles, are encouraged to volunteer for temporary redeployment as Customer Service Representatives, handling calls on behalf of NI Direct. Your line manager’s approval for release will be required.

Customer service experience is preferable for these roles but not essential. Volunteers are welcome from staff in admin grades or any other equivalent grades.

What does the role involve?

NICS call handlers will not be expected to take on complex contact tracing work. However, you will assist this work by supporting the day to day range of other services offered to Northern Ireland citizens by NI Direct. While primarily handling calls, you may be asked to complete some associated administrative work.

Full training will be provided in either Belfast or Derry/Londonderry (with appropriate social distancing measures in place). Thereafter, you could work remotely (if you have a good broadband connection) or in Belfast City Centre. If you do not have access to a work PC or laptop, this will be provided for you. You will receive ongoing support in this role from an experienced NI Direct colleague.

Working patterns will be between the hours of 8.30am and 5.30pm with standard breaks. These roles are suitable for part time or full time staff. Your normal NICS terms and conditions will apply. These posts are initially for a three month period. Any extension to that period, if requested by NI Direct, would be allowed as long as you and your line manager agree.

Further information

While we are seeking around 30 staff initially, a list of interested volunteers will be drawn up in case further staff are required. If you are interested in this opportunity, you should complete the ‘NI Direct Volunteer Form’ on this webpage and send it to NICSHR.COPRU@finance-ni,gov.uk

Given the need to identify staff for these roles urgently, an initial selection of suitable staff will be carried out week commencing 8 June. Any forms received after 8 June will be accepted and considered should further opportunities arise.

To help you decide if you are interested in these roles a brief outline of duties and skills is set out below:

Brief outline of duties

  • conduct professional customer service interactions over the phone
  • following all processes/policy associated with different services
  • ownership and resolution of customer queries using scripting and FAQs
  • capability to resolve customer issues or escalate as appropriate
  • team working
  • identifying areas for improvement and feeding back to Quality Manager

Brief outline of skills required

  • excellent written and oral communication skills
  • provide excellent customer service experiences
  • ability to deal with customer service issues
  • IT literacy
  • managing complex customer issues

The volunteer to apply for a temporary redeployment to NI Direct customer service representative role please use the form in the link below:


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